Empirical assessment and application of SERVQUAL in Holland Village full service restaurants.
SERVQUAL measures service quality as the gap between consumer’s expectations and perceptions. A modified version was issued to tertiary students patronizing full-service restaurants in Holland Village. The reliability of the instrument, its construct and dimensionality, and the extent of gaps on ser...
| Main Authors: | , , |
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| Other Authors: | |
| Format: | Final Year Project (FYP) |
| Published: |
2008
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| Subjects: | |
| Online Access: | http://hdl.handle.net/10356/9465 |